Gene Palow
Lancaster,PA
Summary
Dedicated Quality and Training Professional with a strong passion for enhancing organizational and employee performance. Experienced in creating, designing, and implementing diverse training programs. Proven success in collaborating with internal departments and a readiness to assume additional responsibilities to achieve team objectives.
Overview
10
10
years of professional experience
Work History
Training and Continuous Improvement Manager
Jay Group
01.2023 - Current
- Design and develop training programs to improve employee skills and performance.
- Deliver training sessions, workshops, and seminars.
- Implement best practices and methodologies such as to streamline operations.
- Work closely with various departments to assess training needs and development opportunities.
- Oversee the Procurement Department for the organization.
Quality Manager
Jay Group
02.2019 - 01.2023
- Responsible for implementation, administration, review, and continuous improvement of corporate processes.
- Analyzes processes, prepares reports, and makes recommendations. Initiates executive committee level communications regarding quality.
- Serve as a project leader for system reviews, implementations and other company projects/initiatives.
Contact Center Manager
Jay Group
05.2016 - 02.2019
- Plan and execute processes to enhance profitability, productivity, and efficiency through Contact Center operations along with KPI and SLA analysis.
- Responsible for administration, performance and results of all operational activity in the Contact Center.
- Provides leadership and mentorship to Supervisors, associates, Training/QA and Workforce Operations.
Contact Center Supervisor
Jay Group
10.2014 - 05.2016
- Directed, guided, coached and mentored team of 100 agents on various accounts.
- Managed daily activities that impacted service levels and tracked adherence to schedules.
Education
Corporate Trainer Certified (CTC) -
Management And Strategy Institute
Downingtown07.2024
High School Diploma -
Vineland High School
Vineland, NJ06.1994
Skills
- Audits
- Continuous Improvement
- Corrective Actions
- Quality
- Document Management
- SOP Development
- Quality Processes
- Corporate Training
- Compliance Training
- Leadership Development
Timeline
Training and Continuous Improvement Manager
Jay Group
01.2023 - Current
Quality Manager
Jay Group
02.2019 - 01.2023
Contact Center Manager
Jay Group
05.2016 - 02.2019
Contact Center Supervisor
Jay Group
10.2014 - 05.2016
Corporate Trainer Certified (CTC) -
Management And Strategy Institute
High School Diploma -
Vineland High School
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